Customer Experience Specialist

ITW; United States; On-site; USD 39,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

HSA/FSA with company match

Income protection

401(k) plan

Paid time off

Parental leave

Matching gift program

Volunteer program

Job summary

ITW is seeking a Customer Experience Specialist to support the sales process with accurate order management and exceptional service. You will act as the liaison between customers, Account Managers, and internal teams to ensure timely entry, documentation, and fulfillment while nurturing strong relationships.

You’ll work to understand customer needs, recommend solutions from our value propositions, and help qualify leads from various sources.

Qualifications

• No degree required.
• No minimum experience required.
• Strong organizational and communication skills.
• Attention to detail and accuracy in data entry.
• Customer service orientation and prompt responsiveness.
• Ability to manage multiple priorities and deadlines.
• Basic computer and CRM proficiency.
• Comfort with high volume customer intake and cross-functional collaboration.
• Willingness to support global customers, including occasional late-evening hours.
• Experience with CRM tools such as Salesforce and SAP/ERP systems is preferred.

Responsibilities

• Serve as a primary contact for customers and sales inquiries about orders, deliveries, parts, and technical questions, providing solutions.
• Collaborate with Account Managers and internal teams to resolve needs, drive resolutions, and support root-cause analysis.
• Understand customer requirements and recommend solutions based on MTS value propositions.
• Qualify and route leads from trade shows, the website, and other sources using pursuit planning tools.
• Handle data entry, including order entry and account management.
• Coordinate requests for quality forms, finance documents, and government registrations with Account Managers.
• Maintain CRM records for orders and customer interactions; assist process development and cross-functional initiatives.
• Perform additional duties as needed.

Skills

Organizational skills

Communication skills

Attention to detail

Customer service orientation

Multitasking

Data entry accuracy

CRM proficiency

Global support readiness

Late-evening availability

Problem solving

Tools

Salesforce

SAP

ERP systems

Ticketing systems

Customer portals

Licensing software

Job description

Job Description:

MTS is a leading global supplier of test and simulation systems. Formula 1 teams, leading automotive and aerospace companies, and the world’s top researchers in materials and seismic engineering all rely on our systems to determine product reliability and ensure compliance with quality standards. Check out some of our amazing technology here: http://www.youtube.com/watch?v=vXOsvWpTHH4

We’re looking for a Customer Experience Specialist to provide operational support for the sales process, ensuring accurate and timely order management and exceptional customer support. You’ll act as the liaison between customers, Account Managers, and internal teams to keep order entry, documentation, and fulfillment running smoothly, building strong customer relationships through responsive communication and problem resolution.

What You’ll Do:

• Serve as a point of contact for customers and sales related inquiries about equipment orders, deliveries, parts, and technical questions, identifying solutions and ensuring requests are satisfied
• Work with Account Managers and internal partners to resolve customer needs, drive resolution, and support root cause analysis
• Understand customer requirements and recommend solutions based on MTS Value Propositions
• Qualify and distribute leads from trade shows, the website, and other sources, using pursuit planning tools and coordinating pre-qualification as needed
• Handle data entry, including order entry and account management
• Facilitate customer requests for quality forms, finance documents, government registrations, and more, individually or in support of Account Managers
• Maintain knowledge of MTS products, services, and internal partners to accurately support order related inquiries
• Maintain CRM records for all orders, customer interactions, and status updates
• Support internal process development and represent Sales in cross-functional initiatives
• Perform additional duties as needed

What You Bring:

• No degree required
• No minimum experience required
• Strong organizational and communication skills
• Attention to detail and accuracy in data entry
• Customer service orientation
• Ability to manage multiple priorities and deadlines
• Basic computer and CRM proficiency
• Comfort with high volume customer intake and communication, working with both Sales and Service teams
• Flexibility to support global customers, which may include occasional late evening availability
• Experience with CRM tools such as Salesforce preferred
• Experience with SAP or other ERP systems preferred
• Experience with ticketing systems, customer portals, or licensing software a plus

Best in Class Benefits:

• Affordable medical, dental, and vision insurance: http://myitwhr.com/
• HSA/FSA with a company match
• Income protection benefits
• Industry leading 401(k) plan
• Paid time off
• Parental leave
• Matching gift and volunteer program

Get Involved and Give Back:

MTS supports Employee Resource Groups (ERGs) that bring people together to share experiences and ideas, and we’re committed to a diverse, inclusive workplace where everyone can contribute their talents. Through the ITW Hearts Giving Hope Program, employees also have the chance to give back and support families in our communities.

Physical Demands (U.S. Only):

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand, walk, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Compensation Information:

The hourly rate for this position ranges from $28.00-$35.00 based on relevant experience.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.